Requirement and relevance | How to obtain |
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PET version This helps to verify if issue is reproducible in the lab, or if it is a known issue. | This can be seen in the title bar of the Printer Enrollment Tool, for example; v2.2.0-2 |
PET log This gives more information about the cause of the issue. | DET.log: From PET, go to Settings > View Current Log. Get this after setting it to Detailed and reproducing the error. |
Device logs gzip in debug mode This helps to show what is happening on the device side. | Open the SE page (http://<printer_address>/se) and click on Logs Gzip Compressed. |
Requirements and relevance | How to obtain |
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Was the print job submitted using Cloud or Hybrid mode? Helps determine which submission path was used. | Query customer to determine which print queue they used. Run "%programdata%\LPMC" and select all files in the folder and zip them. |
File type being printed Helps determine if this is a driver or Cloud submission issue. | Query customer to determine file being printed. Can also be determined from the LPMC.log file. |
Error mesage This is helpful when searching for the error string in the logs. | Take a screen shot or take note of the exact error message. |
LPMC folder zipped. This forms part of the client-side logs. | Run "%programdata%\LPMC" and select all files in the folder and zip them. |
Driver Version This will help in replicating the issue in the lab | Go to the Printer Properties and go to the About tab. |
LPMC version This will help in replicating the issue in the lab. | Go to the Control Panel > Programs and Features. Click on Lexmark Combined Print Management. Note the version shown in lower banner. The driver data stream indicator (XL, PS or PCL) will follow the program name. ![]() |
Windows Application and System Events This forms part of the workstation logs for reference. | Open Event Viewer and under Windows Logs, right click on Applications and select "Save All Events As...". Do the same for System. |
Msinfo32 This will tell us all the system specs and the running services | Run "msinfo32" and click File > Save (.NFO) |
User information For faster searching in the logs | Ask the customer for the full username that was used to login to LPMC and the website. |
Requirements and relevance | How to obtain |
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Error message / screenshot This helps describe the issue more accurately | Reproduce the issue and hit Print Screen when the error comes up. You may also take note of the exact error message. |
Chrome plugin version For reference when replicating the issue in the lab | Right-click on the Lexmark Cloud Print icon on the tool bar and click on Manage Extensions. |
Chrome / ChromeOS version For reference when replicating the issue in the lab | The version can be seen on the Chrome browser's extensions page. Either navigate to chrome://extensions, or right-click on the extension and choose Manage Extensions to get there. |
User information For faster searching in the logs | Ask the customer for the full username that was used to login to LPMC and the website. |
Requirements and relevance | How to obtain |
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Error message / screenshot This helps describe the issue more accurately | Self-explanatory |
Browser version For reference when replicating the issue in the lab | Depending on the Browser, please see their corresponding references. |
User information For faster searching in the logs | Ask the customer for t he full username that was used to login to LPMC and the website. |
File type being printed Helps determine if the file type is supported by the Web submission method. | Query customer to determine file being printed. |
Requirements and relevance | How to obtain |
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Mobile app version For reference when replicating the issue in the lab | In the mobile app, go to Settings > About |
Error message (and screenshot if possible) To describe the issue more accurately | Replicate the issue, then take a screenshot of the error. Please refer to your phone's documentation on how to take a screenshot. |
User information For faster searching in the logs | Ask the customer fort the full user name that was used to login to LPMC and the website. |
Requirements and relevance | How to obtain |
---|---|
Was the print job submitted using Cloud or Hybrid mode? Helps determine if this is a Cloud of Hybrid client issue. | Query the customer to determine which print queue they used. |
Error message This helps to describe the issue more accurately. | Replicate the issue and take note of the exact error message. If there is no error, provide all relevant details of the issue. |
Device logs gzip in debug mode There may be more meaningful error messages here. | Go to the device's SE page (http://printer_address/se) and select Embedded Solutions Log > Set Logging Level > Yes > Submit. Reproduce the issue, then on the same SE page, selects Logs Gzip Compressed. |
User information For faster searching in the logs | Ask the customer for the full username that was used to login to LPMC and the website. |
CPM eSF application Versions This helps to verify if issue is reproducible in the lab, or if it is a known issue. | Go to the device's application list. Note the versions of Cloud Authentication and Print Release eSF applications. |
Requirements and relevance | How to obtain |
---|---|
Error message / screenshot This helps describe the issue more accurately | Replicate the issue and take a screenshot of the error. If the error is on the device, note the exact error message. |
Account used To determine if the case is account-related or not | Self-explanatory |
Requirements and relevance | How to obtain |
---|---|
Error message / screenshot This helps describe the issue more accurately | Replicate the issue and take a screenshot of the error. If the error is on the device, note the exact error message. |
Account used To determine if the case is account-related or not | Self-explanatory |
Logs gzip of device There may be logs here that is involved in the authentication process. | Go to the device's SE page (http://printer_address/se) and select Embedded Solutions Log > Set Logging Level > Yes > Submit. Reproduce the issue, then on the same SE page, select Logs Gzip Compressed. |
Requirements and relevance | How to obtain |
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Clear description of the issue This helps us determine where to start with the troubleshooting | Self-explanatory |
Account used To determine if the case is account-related or not | Self-explanatory |
Roles/permission of the account used To determine if the user had the role necessary to perform the action. | ![]() From the Cloud portal, click the down arrow in the top right corner next to the user's name, then click My Account. Click View on the Assigned roles card. ![]() |
Error message / screenshot This helps describe the issue more accurately. | Reproduce the issue and take a screenshot of the error. |